Ella Helea Resort

Our dinner at Matsi Ella Helea was an ideal way to end our holiday in Rhodes. The food was excellent, but the service made the evening especially memorable. Maxim deserves a special thank you. He was friendly, attentive and professional, and always up for a pleasant conversation. His kindness and genuine care made us feel welcome every time. Service like that is rare and deserves recognition. We also want to thank Sofia from the main restaurant buffet. She was always smiling and incredibly friendly, bringing positive energy to everyone around her and brightening each meal. Meeting Maxim and Sofia was the best part of our stay. It was our last evening, but we'll remember their hospitality for a long time. Thank you both for making the vacation so special. We wish you all the best and hope to see you again one day!

We stayed from late May to early June, and expected much more from a 5-star hotel. There are lots of things that need improving. When we entered our room, there was a horrible smell coming from the bathroom. The main dining room didn't have a great selection, with little to offer children. In the main restaurant the service wasn't good: staff sometimes rushed to clear plates without asking whether we'd finished. At the Italian restaurant they refused to let us take the rest of our pizza away. All-inclusive guests are meant to get lunch or dinner in one of the four restaurants twice at no extra charge, but there was no availability, especially for dinner. The pool loungers were unstable, and I nearly fell twice while holding a baby. This hotel hosts many families with babies, but that didn't seem to be taken into account. The pools weren't heated at all, and the playground was very limited. If your child is under 3, there isn't much for them to do here. The elevators are also very old, and I'd say dangerous to use with strollers. Building number 2 has only one elevator. In my follow-up about the hotel, I saw no response at all to the issue of waiters rushing to clear plates. They did address the unpleasant smell in the restrooms, but it was still an unpleasant experience and not what I'd expect from a 5-star hotel. The playroom is very limited too, with just one slide suitable for a one-and-a-half-year-old, and I still had to lift my son to the top myself. Toddlers anywhere would rather swim and spend time in heated water than freezing cold water. From the reviews, I understood many couples were in the same situation as us, with their son or daughter refusing to get into the pool. It would also be helpful to have a walking route planned for strollers.

The steak restaurant was a highlight for us. The food was impressive, service was outstanding, and we liked it so much we went back the next evening. The Greek wine they recommended was lovely, and Elisavet, Georgia, Vener and Joann made those dinners special. At the pool bar, staff came over to take orders for cocktails and bar snacks or lunch, which was great. The beach was lovely too, with excellent service at the beach bars. Our room was beautiful and private, with a sea view and a swim-up pool. It was modern and well equipped, with robes, slippers, shampoo, conditioner and a complimentary bag. Room service was incredible, and both that and the minibar were included in the all-inclusive package. The staff were attentive and professional throughout. The adults-only dining area was also very good and calm. There was a snag at the start: after we missed our flight and arrived a day late, we were told we'd been upgraded to the adults-only sister hotel and that the room would match what we'd booked. It didn't, and after looking at a few alternatives we eventually got the junior suite we had reserved. The identical room next door had been empty, so we're not sure why we weren't put there initially. We appreciated getting the right room, but could've done without the hassle. The pools were clean, though the water felt cold for that time of year. We expected that, but at a five-star hotel we'd have liked them to be heated. We also wish the sauna, steam room and indoor pool were included in the price. The gym was quiet, had plenty of new equipment, and provided showers and towels. We would've liked to book the à la carte restaurants when we arrived. We had a lovely holiday and would recommend the hotel. Our thanks to the team for making our evenings memorable.

A lovely touch during our four-night stay was the birthday cake left for my fiancé at dinner. We hadn't mentioned his birthday at reception or asked for anything special, so it was a wonderful surprise. Thank you to the team who arranged it. We were also grateful for an unexpected upgrade from a deluxe inland room to a suite overlooking the pool. We'd never been upgraded before. The hotel was spotless throughout and looked just like its modern, photo-friendly pictures. Our room was spacious, stylish and clean. Staff were friendly wherever we met them, especially at reception and in the buffet restaurant, and even the cleaning and maintenance staff greeted us each day. The buffet ran smoothly, with staff each handling their own roles and service moving quickly. We're fairly simple eaters and found enough choices to vary our meals. There were quite a few stews and salads; that's more about our limited tastes than the hotel's food. We enjoyed lots of it, and also had a tasty meal at the Italian à la carte. A couple of room problems stood out. Hallway sounds came through loudly, particularly with our room opposite the lift and stairs. Slamming doors and children running past could feel as if they were in the room. The shower sometimes ran boiling hot even when set to cold, and its glass panel didn't reach far enough, so water escaped into the rest of the bathroom and we had to mop it up with towels. Pool towels were frustrating. Although they were meant to be available from 10 a.m., one day we waited until 11:30, and there was some sort of delay every day. We couldn't use the pool before getting towels. Many loungers were also claimed with towels early; by 9 a.m. few front-row spots remained, and families often kept the same ones each day. It's a very family-friendly hotel. As a couple without children, we hadn't expected quite so many kids in early May, so keep that in mind if you prefer to avoid children and buggies. We also would've appreciated clearer information about what's covered by all-inclusive. We expected menus showing included drinks, but the details were in the app, and we didn't know Street Food Hub was included until we asked. We had a pleasant, relaxing stay and would consider coming back to Ella Helea.